Overview

Whenever you process a refund in Salesforce, system will automatically determine if the fee will be returned based on the refund reason code that you selected.

Name Amend Using Refund
You are not able to amend the name on a transaction using the Amend flow.
Notes:
- Do not use this refund reason if a customer requests to resend the transaction to a new/different receiver, or asks to change a receiver on the transaction; instead use the Customer Changed Mind refund reason.
- Changing the receiver to a different receiver is not an amend; amend is changing a receiver's name, while the receiver (person) remains the same.
YES

MX Wrong Service (agent's error)
MX Wrong Service (customer's error)
Do not use.	N/A
Non-MX Wrong Service (agent's error)

Agent selected a wrong service by mistake.

YES
Non-MX Wrong Service (customer's error)

Customer selected a wrong service by mistake.

NO
RRN/DSS Account Issue (agent's error)

You refund a Directed Sends transaction that failed due to agent's error or technical issues.

YES
RRN/DSS Account Issue (customer's error)

You refund a Directed Sends transaction that failed due to customer's error.

NO
Agent Technical Issue

There are technical issues at an agent's side involving one transaction:

Receipt did not print,
Agent cannot confirm if the send went through in their system,
System froze or restarted.
YES
Should Be Competitor

N/A

NO
Failure to Pick up Funds

Receiver did not pick up the funds, e.g.:

Does not need the money anymore.
Did not go to an agent location.
Went to receive the money, but then decided not to get them/finalize the receive.
NO
Global Aggregation

Transaction is refused at POS due to Global Aggregation (GA/GR) hold reason.

YES
No Location

There is no location for the receiver to pick up the funds within a 30 minutes/30 miles/48 kilometers distance.
There is a natural disaster and locations are not available.
Receiver tried to receive funds at all the available MGI locations nearby and is still unable to collect them.
Note: always try to "rescue" a transaction by educating the consumer of the nearest location, if possible; refer to Agent Locator.	YES
Customer Changed Mind

Customer wants to resend to a new receiver, stop or cancel the transaction, unless Dodd-Frank Rules apply.

NO
Duplicate Transaction

Do not use; refer to Agent Did Not Collect/Sent Duplicate/Sent Too Much.

NO
Agent Failed to Collect

Agent failed to collect the payment from the sender.

NO
State/Country Restriction (customer refused data)

N/A

NO
State/Country Restriction (data not available or restriction)

Chosen country does not allow sending/receiving a transaction with the business purpose; refer to Country Pages.

YES
Fraud or Suspected Fraud

There is fraud, suspected fraud or transaction is refused at POS due to Fraudulent Account (FA) or Fraud Screening (FS) hold type.

YES
Payout Problem at Receive Location

There is an issue at the receive location and the receiver is unable to receive the funds, but there are other receive locations available.

NO
ID Problem (customer's error)

Customer sent to the receiver with no ID, or the receiver has a problem with their ID.

NO
ID Problem (customer's resending)

Do not use this refund reason, but instead use Customer Changed Mind.

N/A
Wrong Amount Sent (customer changed mind)

Customer wants to change the send amount before staging an alternate transaction.

NO
Wrong Amount Sent (miscommunication)

Agent sent incorrect amount due to miscommunication with the sender.

YES
PFC/Compliance

Transaction was originally on hold or was refused at POS at the receiver's side due to hold types other than the ones with dedicated refund reasons (GA, FA, FS), and is refunded due to reasons other than fraud or suspected fraud.

YES
Code 45

Transaction being refunded is older than 90 days.

NO
Should Be ExpressPayment

Transaction was staged as a Person-to-Person transaction instead of ExpressPayment.

Note: after a refund, you can stage the transaction as ExpressPayment.

YES
Wrong State (agent's error)

Agent selected an incorrect state by error.

YES
Wrong State (customer's fault)

Customer selected or entered an incorrect state by error.

NO
Wrong Country (sender's error)

Customer selected or entered an incorrect country by error.

NO
Wrong Country (territories/agent's error)

Agent selected or entered the wrong destination country by error.

YES
Wrong Currency (at the time of send)

Sender selected or entered an incorrect currency by error while sending the transaction (sender's mistake).

NO
Wrong Currency (after send, before receive)

Agent selected or entered incorrect currency due to their own mistake.

YES
Unwilling to Provide Info

N/A

NO
Unable to Provide Info

Sender does not have Reference Number and is unable to use OTP; refer to Release of Information.

YES
Dodd-Frank

System will select this refund reason automatically in the below scenarios.

Sender requests a refund within 30 minutes from sending the transaction (regardless of the transaction corridor)
Sender requests a refund within 60 minutes from sending the transaction from US/US Territories to International.
YES
Other

Select this refund reason in the below scenarios.

You refund an ExpressPayment transaction: enter EP in the Refund Reason Description field.
Other reason codes do not apply to your scenario.
NO